Client Success Manager

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October 14

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QS Quacquarelli Symonds

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Education

QS Quacquarelli Symonds is a global leader in higher education performance and insights, offering solutions in student recruitment, reputation management, and employability. The company partners with universities, business schools, and governments worldwide to enhance institutional goals and performance. With a significant focus on digital innovation and sustainability, QS provides data-driven tools and advisory services to help institutions understand and amplify their reach and impact. QS is renowned for its world university rankings and extensive expertise in the higher education sector.

501 - 1000 employees

Founded 1990

📚 Education

📋 Description

• Deliver outstanding customer support across all QS products and services in USA and Canada. • Represent the full product portfolio with North American clients across the service life cycle • Ensure we delight partners through an exceptional experience to help retain and grow client accounts and enhance our reputation in the market through proactive service delivery working confidently with all client stakeholders from C-suite to front line to deliver solution based and data led positive outcomes. • Autonomous coordination of product/campaign delivery and client support as the single point of contact for external partners. • Managing the onboarding, set-up and ongoing management of accounts in liaison with service delivery areas. • Effective account administration using all agreed tools, systems and processes. • Performance Reporting: Demonstrate expertise by taking an insights led approach to strategy and delivery. Ensuring insightful reports on the selection, progress and results of all solutions to demonstrate ROI. Performing analysis that will help identify growth. • Contribute to the effective optimisation of our account management frameworks, policies and processes on a continuous improvement basis to support the Senior Account Manager in the delivery of a client focused service. • Management of renewal conversations in collaboration with the Commercial team. • Ensure the financial good health of the client accounts working in conjunction with the Finance Department. • Any other duties that fall within the purpose and scope of the role.

🎯 Requirements

• Significant experience in a customer support and/or university administrative role. • Knowledge and experience of recruiting international students to US institutions. • Bachelor’s degree • Knowledge and understanding of student recruitment and university or business school challenges & needs. • Commercially astute with the ability to focus on outcomes, deliverables, ROI and performance reporting • Experience of complex multi-product sales and service operating environment. • A solutions focus with a track record of working collaboratively with cross functional teams to cost effectively deliver great customer experiences. • Ability to work to agreed deadlines, maintaining quality under pressure. • MS Office proficiency and aptitude for learning new software packages.

🏖️ Benefits

• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation • A focus on welfare which is led by our global wellness team, with mental health first aiders globally • Access to a variety of diversity and inclusion initiatives and groups • Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event • Support for volunteering and study leave • Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips • Options to join our outstanding global Mentorship programme